2014 Winner Profile

United Airlines

Project Description:
United became the first U.S. airline to offer mobile boarding at all the domestic airports it serves. The mobile app, built for Apple iOS 7, lets customers manage their entire itinerary from their smartphone. Customers can view seat maps, select their seat, purchase travel options and book award travel on multiple segments. On the day of departure, customers can use the new app to show boarding passes, check in for flights, select an available upgrade, change flights, track a flight's status and view account information. For the first time, the app uses a common services back-end infrastructure, so the interface is personalized based on customerês itinerary, location and account information. In-flight entertainment options can now be delivered directly to personal devices via the app. Downloads have more than doubled year over year since 2013, providing more customer contact and revenue possibilities.
Project type:
Customer Service or Customer Relationship Management (CRM), Mobile or Wireless
Business Functions:
Sales, Customer Service or Support
Business Goal:
Customer Impact
Bob Edwards, SVP & CIO
Jeff Smisek, Chairman, CEO & President
Chicago, Ill.
Revenue (2013):
$38.3 billion
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